New remote

Since August 30, I've been communicating with Xfinity via mobile chat with REAL agents in order to obtain a new remote. Since then, I've gotten in touch with them once again because I haven't received the control within the time frame they stated. I was informed that there was a “technical glitch” and that the control will be sent by priority mail, but unfortunately, that didn't happen. So how can I obtain a new control?